Incident State Machine

[rimez]

Hello Otters

I recently inherited an OTRS system which I am expected to introduce some order to. Unfortunately one of the key things which was totally mis-configured (as far as I can tell) are the incident states.

What I would like to do, is to create some predefined states - for example:

New - for newly generated tickets
Open - used when an agent assigns a ticket to himself or someone else
In Progress - the ticket is actively being worked on
Pending Feedback - the ticket is pending customer feedback
Resolved - the ticket is pending confirmation from the user - will be closed in x days without feedback
Closed - The ticket has been resolved. The ticket cannot be re-opened

For each of the states they have predefined paths - meaning that (for example) I cannot go from the state of 'open' to the state of 'New'. Once an incident is set to closed the agent should have no option to change that state.

Is this possible in OTRS? Can somone tell me if there is actually a definable state machine for Incidents (not the Changes - I know there's a state machine for that).

If it is possible, where is this configured exactly? I've been scouring the net for over an hour now and still have nothing conclusive.

thanks,
rimez

[jojo]

Have a look at http://blog.otrs.org/2010/08/17/state-m ... s-via-acl/

[rimez]

Thanks for the link Jojo. Not sure why I didn't find that one.

So the short answer is that there is no built-in state machine for OTRS. Instead, ACL's can be defined to provide that functionality.

On that page there was some brief discussion about KIX4OTRS having this functionality (ticket state machine). Can someone confirm that KIX4OTRS does have this functionality? That would be great I'm not keen on ACL's.

Cheers,
rimez

[yuri0001]

Perhaps the most direct way is to ask that the developers of KIX4OTRS

[rimez]

Perhaps the most direct way is to ask that the developers of KIX4OTRS

Well, i was hoping someone in the forums has had experience with it and could share that experience.

[tto]

On that page there was some brief discussion about KIX4OTRS having this functionality (ticket state machine). Can someone confirm that KIX4OTRS does have this functionality? That would be great

Hi there,

yes there is some sort of ticket state machine in KIX4OTRS. Actually it also uses ACL but which can be configured in the SysConfig. So you don't hae to bother with programming the ACLs on your own. Furthermore it allows to define automatic state or queue changes and follow up state changes. The state workflow can be configured depending on the tickets type.

regards, T.